Call Center High School

Lynn Martino

***** ******** ******

Gonzales, LA 70737

Phone: 225-***-****

Email: ***********@*****.***

QUALIFICATIONS

Hard work ethic, honest, dependable

Excellent written and verbal communication skills

Organizational skills

Literate in computer operation: Word, Word Perfect, Microsoft Word, Microsoft Excel, Microsoft Access, Windows 2000 Self motivated and innovative

EDUCATION

1973-1981

Legal Secretaries Courses in General Law, Real

Estate, Successions and Criminal Law

May, 1974

High School Diploma obtained, Tara High School,

Baton Rouge, LA

EMPLOYMENT

January, 2022 – September, 2024

Deloitte Surge Support Analyst

Worked on Arkansas Medicaid Project updating client applications during the PHE. In January, 2023 I was moved to SME (Subject Matter Expert) then in May, 2023 to QA Supervisor overseeing a unit with approximately 21 people. Duties included daily QAing of worked cases on all individuals on my unit, answering questions that may arise from unit members, attending meetings

regarding changing and current procedures,

maintaining an unworkable tracker and sending those cases back to the proper queue, tracking and

escalating errors from the ARIES system then

correcting those errors once they are returned,

shuffling tasks around so that all unit members can meet daily quota and/or helping other unit members out, preparing and presenting Learning & Development

slides for morning meetings, problem solving with

cases and ARIES errors that could be worked out.

2021

Plexos Group – Texas Rental Program

Answered incoming calls for Texas residents applying for rental relief due to the PHE. Assisted Call Center Supervisor with call center duties.

2019-2020

Plexos Group – Louisiana Workforce Commission

Started out in call center answering income calls from Louisiana residents seeking unemployment due to the PHE. Promoted to call center supervisor. Ultimately was transferred to processing unemployment

applications.

May, 1993 – May, 2015

Administrative Assistant – Baton Rouge Police

Department, Baton Rouge, LA

Worked in the Legal Division for 5 years assisting the Legal Advisor in preparing court documents and letters in the day to day operation of the Department. Was transferred to the Chief’s Office where I assisted the Secretary to the Chief of Police in daily operations of the office i.e., filing mail, transferring paperwork to proper divisions, scheduling appointments, taking

dication, shorthand and transcribing letters and

documents. For the last 15 years of my career I was assigned to the Armed Robbery Division where I

assisted the Armed Robbery Commander in the daily

operations of the division such as preparing monthly statistics, updating the Robbery database, preparing court documents, subpoenas and warrants for the

Criminal Division and assisting Armed Robbery

detectives with various information needed.

REFERENCES UPON REQUEST

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